portal resources jobs companies m mental health association of san francisco warm line coordinator

Warm Line Coordinator


OVERVIEW OF PROGRAM & POSITION:

Since 2014, the MHASF’s Peer-Run Warm Line has offered 1-on-1 emotional support, information, and referrals via phone and instant messaging to the Bay Area community and beyond. Operated exclusively by individuals with their own lived experience of mental health challenges, the Warm Line connects highly trained peer counselors with people seeking support for a wide array of concerns to help them build connections, trust, resourcefulness, and hope to support recovery now and prevent crisis later.

The Warm Line Coordinator oversees the day-to-day operations of the Warm Line in collaboration with a team of fellow Coordinators, ensuring that both our participants and our volunteer peer counselors have a constructive, consistent, and high-quality experience with MHASF. The Coordinator works both on the front line and behind the scenes, being present on-site in the call center to mentor counselors, troubleshoot technical problems, and assist with taking calls and instant messages, while also partnering with the team on scheduling, counselor training, database management, program development, outreach, recruitment and hiring. We’re seeking someone with a combination of peer support skills, supervisory or training experience, technical ability, and an understanding of the profound importance of peer-to-peer connections for emotional wellness. If you’re enthusiastic about peer-run mental health services and want to make a broader impact on services through program coordination, you may be the person we’re looking for.

CORE RESPONSIBILITIES:

Call Center & Volunteer Support

  • Co-facilitate new counselor trainings, continuing education workshops, and team meetings
  • Supervise, direct, and provide performance guidance to counselors working in the call center
  • Hold 1-on-1 mentorship meetings with counselors to give feedback and promote skills development
  • Debrief challenging situations in the moment
  • Provide backup support by taking calls and instant messages when understaffed or during high-volume hours
  • Troubleshoot technical issues—database outages, malfunctioning equipment, network problems, etc.
  • Ensure adequate service coverage by coordinating the schedule and finding substitute shift coverage
  • Collaborate with Operations Manager to make supply orders and manage equipment and inventory
  • Partner with other Warm Line Coordinators and Program Manager to ensure consistent supervisory support for counselors
  • Assist in conducting caller satisfaction surveys and occasional call monitoring for quality assurance
  • Participate in program planning meetings to identify needs and make recommendations for solutions
  • Contribute to the development and maintenance of the Warm Line’s referral and resource database
  • Support Program Manager in making revisions to program manuals, training curricula, and other materials
  • Help plan and staff community outreach events, funding campaigns, and other special projects
  • Participate in conducting counselor interviews and give feedback on candidates
  • Create written content about the Warm Line for the MHASF website, blog posts, program flyers, and reports
  • Deliver community presentations about Warm Line services and career opportunities
  • Support retention by planning counselor appreciation events, social events, and other inclusion opportunities
  • The Coordinator will also support broader MHASF initiatives and be responsible for other duties as assigned. The above job responsibilities are meant to be representative, not a comprehensive job description, and are subject to change depending on the needs of the program and MHASF.
  • Personal lived experience of mental health challenges, and willingness to disclose to Warm Line callers and during counselor trainings, is a requirement for this peer position
  • Minimum 2 years’ experience as a peer counselor, peer specialist, or similar (either paid or volunteer), ideally within a nonprofit setting
  • Minimum 2 years’ experience providing supervision and/or training of staff and/or volunteers
  • Ability to respond effectively to conflicts and strong emotions—crisis support or call center background is very helpful for this role
  • Experience maintaining confidentiality of sensitive information, understanding of confidentiality practices
  • Familiarity with the mental health recovery movement, peer support model, and local resources
  • Demonstrated success in event planning and/or project management
  • Proficiency in Microsoft Office Suite, use of a multiline phone system, and basic troubleshooting
  • High level of organization and time management, with ability to focus and prioritize in stressful situations
  • Strong verbal and written communication skills, including ability to write effective instruction documents
  • Highly collaborative work style and ability to work effectively with a team to identify and accomplish goals
  • Ability to problem-solve with little to no guidance and to exercise independent judgment under stress
  • Willingness to learn from others, take feedback, and make adjustments to communication and behavior
  • Experience taking initiative to self-educate about unfamiliar subjects or concepts
  • Affirmative and accepting approach toward people whose needs and experiences differ from your own
  • Commitment to upholding the mission and values of MHASF

Other jobs at Mental Health Association of San Francisco

3 jobs in the last 60 days · 9 in total · avg < 1 jobs/mo · 1998 job visits

Mental Health Association of San Francisco

Stats for Warm Line Coordinator at Mental Health Association of San Francisco

100%
2.59%
0%
Last 7 days · All time